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LATAM Airlines and other CX teams are improving AI customer experience agents by analyzing production conversations, reducing out-of-scope messages and enhancing performance with tools like LangSmith.
Virgin Atlantic adopts ChatGPT Work to streamline customer journey research and analytics, reducing weeks of competitive analysis to hours and creating secure dashboards for employees.
Elon Musk shares Paul Graham's anecdote about Jessica buying a Tesla and being impressed by its self-driving capabilities, highlighting the automaker's ability to inspire customers.
LangChain's guide examines how Lyft, Fastweb/Vodafone, and LATAM Airlines deploy AI agents for customer experience, covering self-serve platforms, rep copilots, and production feedback loops.
Michaels launched Ask Mike, an AI-powered shopping assistant built with Google Cloud's Gemini Enterprise, to provide personalized product discovery and creative guidance on Michaels.com.
A discussion about whether customers dislike voice AI due to latency and pauses rather than the AI itself, based on experience with a banking contact center.
This paper uses GPT-4.1 to annotate 9,000 support conversations and decompose customer satisfaction into component axes, validating the annotations against self-reported ratings and revealing lower satisfaction in full-census data compared to survey responses.
Sierra announces a strategic partnership with SoftBank to deliver its conversational AI platform to Japanese enterprises, with SoftBank serving as exclusive sales partner and adopting the platform across its own brands.
Sam Altman asserts that users come for the best AI model and stay because OpenAI treats them with respect, a likely jab at competitors.
Analyzes how support automation can save labor costs but may negatively impact customer lifetime value by reducing human touch and personalized service.
Artificial intelligence is reshaping retail by embedding intelligence into decision-making processes such as search, inventory management, and customer engagement. Macy's adopts an 'AI-first' approach, integrating AI into systems to personalize experiences and improve operational efficiency.
Omio is using OpenAI's ChatGPT and Codex to build conversational travel booking experiences and transform internal operations, moving toward an AI-native approach.
This blog post explains the inspection paradox in system latency and recovery time measurement, showing why customers experience longer average waits than service metrics suggest. It includes an interactive simulation and emphasizes the importance of understanding the tail of the distribution.
The author built RelayOps, an AI support agent prototype for telecom/subscription support, and shares results from a 50-ticket sample, seeking critique on handoff records, unsafe actions, audit fields, and usefulness for testing.
Fast-food chains like McDonald's, Wendy's, and Taco Bell are deploying AI chatbots at drive-thrus to automate ordering, but customer reception remains mixed according to recent surveys.
OpenAI and Target announce a partnership featuring a new Target app in ChatGPT for personalized shopping, alongside Target's continued use of OpenAI APIs and ChatGPT Enterprise across 18,000 employees to enhance operations and customer experiences.
India-based fintech CRED partnered with OpenAI to build AI-powered tools—Cleo (customer-facing chatbot), Thea (agent support), and Stark (operations SOP management)—resulting in a 14-point CSAT improvement and 98% resolution accuracy. The company is expanding these AI capabilities across all business lines to deliver concierge-like experiences at scale.
OpenAI built an AI-powered inbound sales assistant using its own APIs to handle surging lead volume for ChatGPT Enterprise and Business, achieving 98% response accuracy through a rep-feedback training loop. The tool personalizes responses in prospects' native languages and seamlessly hands off qualified leads to human reps.
Lowe's, a Fortune 50 home improvement retailer, has integrated AI into its operations to enhance customer experiences and associate productivity. The company developed AI-powered tools like Mylow and Mylow Companion in collaboration with OpenAI to democratize home improvement expertise and streamline store operations.
Booking.com launched an AI Trip Planner powered by OpenAI's LLMs to enhance travel discovery and personalization at scale, combining structured booking data with conversational AI to help users explore destinations earlier in the planning process.